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Do intelligence and actionability go hand-in-hand? The basic difference between data and intelligence is this: data are facts, and intelligence is the arrangement of data to convey meaning. In other words, intelligence is a capacity for applying a combination of facts. Customer experience intelligence, then, is a capacity to apply facts about what customers perceive, with the [...]

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I have a dream that in the future we’ll look back and say “Remember how hard it was to be a customer back in the 2010s? Thank goodness it’s so much easier now!” This dream stems from acknowledgement that it’s all too often a bit rough to select, buy, or use a solution in our [...]

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Yesterday Jack Androvich, Senior Director of Global Sales and Marketing Operations at Autodesk, shared on the newly-launched Marketing Operations Leaders talk show why and how his company established its market and customer intelligence function. Jack’s successes provide marketers with very helpful guidance on how to enable greater agility in organizations through a combination of Marketing IT, [...]

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Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is connected to B, and whenever C and D are combined there's [...]

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You’ve probably heard of the blind men who touched part of an elephant and were adamant about their interpretations. Businesses are in the same predicament without customer data integration for a panoramic viewpoint. In my interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard, she outlined some of the benefits of integrating customer data: Better [...]

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Customer intelligence is a source of insight and inspiration for innovation in marketing and loyalty programs, as well as operational efficiency and effectiveness. What is UN-intelligent is the unhealthy tension caused by different interpretations of "customer intelligence" and "customer experience" that creates a battleground between marketers and voice-of-the-customer managers. To do best by customers, as [...]

"
I have a dream that in the future we’ll look back and say “Remember how hard it was to be a customer back in the 2010s? Thank goodness it’s so much easier now!” This dream stems from acknowledgement that it’s all too often a bit rough to select, buy, or use a solution in our [...]

"
Customer intelligence is a source of insight and inspiration for innovation in marketing and loyalty programs, as well as operational efficiency and effectiveness. What is UN-intelligent is the unhealthy tension caused by different interpretations of "customer intelligence" and "customer experience" that creates a battleground between marketers and voice-of-the-customer managers. To do best by customers, as [...]

"
You’ve probably heard of the blind men who touched part of an elephant and were adamant about their interpretations. Businesses are in the same predicament without customer data integration for a panoramic viewpoint. In my interview with Swati Saxena, Customer Intelligence Manager at Hewlett-Packard, she outlined some of the benefits of integrating customer data: Better [...]

"
Brilliance is the product of discovering patterns. And likewise, business growth from customer experience management is the product of discovering patterns. Think of advances made in biology, psychology, physics, and other sciences: our wisdom stems from noticing that Y follows X, and A is connected to B, and whenever C and D are combined there's [...]

"
Yesterday Jack Androvich, Senior Director of Global Sales and Marketing Operations at Autodesk, shared on the newly-launched Marketing Operations Leaders talk show why and how his company established its market and customer intelligence function. Jack’s successes provide marketers with very helpful guidance on how to enable greater agility in organizations through a combination of Marketing IT, [...]

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